Complaints

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a bad battery from another store & came to Hughes to replace it. Shortly after leaving (within a few days), my car would completely die in the middle of intersections and roads causing a possible accident. I finally was able to get it up to Hughes again (30 mins drive) to get it checked out. Terminals were not install correctly. Hughes tech fault. Then I had a tire repair and advised body shop to go ahead and do my service since I at the time could not afford a tow. While they were unscrewing my oil pan, it twisted from being on so tight.Again, Hughes tech fault. $700 plus out of pocket for just the new oil pan.I was offered $250 store credit from GM 1. Then offered $350 store credit from GM 2. I will not be returning to Hughes due to the poor workmanship of the techs. I am requesting full payment of what was paid for this repair. Why would I trust Hughes to repair or work on my car again? 1 incident almost caused me to get rear ended and another t-boned. Store credit is not acceptable & I am still waiting on a call from the *** GM 1 got fired or let go and never called. GM 2 has yet to call and Ive requested this twice now (30 plus days).This has been going on since December.

  Business response

  04/15/2024

  The client purchased a battery 6/13/23 ***** miles from pep boys. On 7/6/23  ***** miles the vehicle showed up at Hughes Subaru with a battery concern.  We recommended a factory Subaru battery and the client ok'd and was replaced. On 7/27/23 ***** miles the vehicle showed back up to Hughes Subaru and we found that over the course of removing the battery the terminal stretched and was not making a good contact.  Hughes Subaru replaced the terminal at no charge to the client and client was on the way.
  On 4/21/23 ***** miles the client came in for an oil and filter change. The vehicle had been back to our shop for a battery check on 7/27/23 and that was the last we saw the vehicle. According to ****** this vehicle has been to trinity auto on 8/8/23 ***** miles for alignment and 11/10/23 ***** miles vehicle service.  It was then at pep boys on 12/5/23 ***** miles for maintenance check and then the shop the client chose to have the repairs and service work completed on 12/6/23 ***** miles at superior car care.  The carfax report does not show us as the last company to work on this client's vehicle. The client has been to 3 different shops since visiting Hughes Subaru on 7/27/23 at ***** miles. 
  On 12/6/23 ***** miles the chose superior auto care to perform maintenance on their vehicle.  During this they found a drain plug that was tight.  The client gave the repair center the ok to replace the oil pan.  The client after repairs were made contacted Hughes Subaru to pay for the repairs they had authorized without talking to Hughes Subaru.  As a client satisfaction Hughes Subaru offered the client an in store credit of $ 350.00.  There are many miles and many auto repair visits since we performed the oil and filter change at ***** miles on 4/21/23. 

  Customer response

  04/15/2024

   
  Complaint: 21525525
  
  I am rejecting this response because:

  Trinity did not perform any services other than placing a new tire from my hitting a curb. No maintenance was performed. 
  

  Hughes Subaru was the last to perform an oil change prior to having my last service done while the auto shop was repairing my bent tire rod. 
  

  Again, Subaru couldnt install terminals right & couldnt properly perform an oil change.

  
  Store credit is not sufficient for what has happened & should not be trusted to perform simple tasks on a car.

  Sincerely,
  
  *************************************

  Business response

  04/24/2024

  The client had the opportunity to bring the vehicle to us to have fixed the vehicle.   For their peace of mind they chose to use another shop.  They were never given the ok to do that from Hughes Subaru.  The client never contacted us talking about having work done somewhere else.  As s goodwill gesture for the client, we have $ ****** store credit to use if the client would like to return to our shop for future work.    I have tried to work with the client but they want us to pay for a shop that performed the work without talking to us.  The offer is still the same for the client, a $ 350 store credit for the inconvenience of them choosing to have the vehicle serviced at another location.   

  Customer response

  05/07/2024

   
  Complaint: 21525525
  
  I am rejecting this response because: I reached out to a service advisor regarding the oil pan but wasn't instructed to bring it in. Following the repair of the tire rod and replacement of the oil pan, the service manager was informed of the issue and its details. He confirmed that several customers had encountered problems with the technicians, and he was planning to provide them with retraining.
  

  Regrettably, the offer doesn't address the past events. Following my two unfortunate experiences, I've lost trust in the Hughes techs. However, after contacting corporate, they rectified the situation by reaching out as the ** should have initially. Together, we found a solution, and the matter has been resolved at the corporate level.

  No further action is required.

  Sincerely,
  
  *************************************

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